AI Tools for Enterprise ITSM: 10+ Tools to Supercharge IT Efficiency and Employee Support

Keeping IT operations running smoothly is no small feat. Between managing service requests, reducing downtime, and making sure users get the support they need, IT leaders are constantly juggling and adjusting priorities. 

But when processes rely too much on manual workflows, response times can lag, and support teams get stretched thin — which can tank overall support quality. In fact, 41% of IT staff are concerned about the growing demand to deliver more results with fewer resources.

The good news? AI-powered IT service management (ITSM) tools can take a huge load off your team. With the right solutions, you can automate a significant number of incident resolutions, freeing up your staff for higher-value work without sacrificing service quality.

We’ve rounded up the best options to help you streamline ITSM and deliver better support across your organization.

At a glance: The best ITSM AI tools for enterprise

AI assistants for employee self-service support

Looking for ways to give your users more reliable support when they need it most? One of these artificial intelligence assistants may be the answer you're looking for. 

1. Moveworks: Overcome productivity roadblocks with agentic AI

Moveworks’ agentic AI Assistant provides employees with 24/7 personalized, omnichannel support in 100+ languages that works where they do — across enterprise systems, mission-critical apps, browsers, service portals, and more.

Moveworks agentic AI Assistant lets you bring together all your forms, knowledge articles, and FAQs into one easily accesible surface that lets your employees self-serve and quickly access the right resources.

This not only frees up IT to focus on strategic initiatives, but it also enables employees to receive help immediately.

Key features:

• Moveworks AI Assistant works to intercept, categorize, and triage IT support requests automatically, reducing the need for manual intervention by IT teams. It can resolve common issues, file tickets, and track updates across ITSM platforms providing instant, context-aware resolutions for employees 
• Employees can get 24/7 personalized support in over 100 languages, wherever they work—across enterprise systems, apps, browsers, and service portals. This reduces ticket backlogs and improves the support experience for both employees and IT teams
• By automating repetitive tasks and initial troubleshooting, Moveworks frees up IT staff to focus on more complex issues, leading to faster ticket resolution and lower mean time to resolution (MTTR)

Ideal business case: Large organizations trying to reduce their volume of IT support tickets while giving their employees faster and more intelligent self-service support options.

Want to learn more about how agentic AI can transform your IT support processes? Download our free whitepaper.

2. Aisera: Provide personalized insights with domain-specific LLMs

Aisera offers an AI-powered service desk that uses conversational AI and RPA to automate IT and customer service tasks, enabling self-service support and predictive intelligence for faster resolution.It uses large language models (LLMs) built with your unique data and a UniversalGPT interface that lets employees or customers use everyday language to ask questions or get help with support issues.

Key features:

• Uses a unified conversational interface to provide support in over 100 languages across multiple applications.
• Analyzes historical service interactions and user profiles to provide more personalized responses and insights.

Ideal business case: Organizations looking for generative AI automation features that use business-specific datasets to improve decision-making and efficiency.

3. Freshservice Freddy AI solution: Optimize the employee experience with a unified solution for support

Freshservice’s Freddy AI integrates AI to streamline and automate helpdesk operations, providing features like natural language processing to understand inquiries, automate ticket categorization, and offer contextual solutions to common issues.

It focuses on delivering AI features that your employees can access 24/7, helping to reduce ticket backlogs, improve response times, and sharing knowledge across collaboration platforms like Slack and Microsoft Teams.

Key features:

• Addresses and resolves common employee queries by leveraging connected knowledge base articles.
• Built with pre-trained support protocols to handle routine service requests.
• Provides AI-powered virtual agent to manage  employee queries across all Freshworks products.

Ideal business case: Current Freshworks customers looking to add more intelligence and self-service support for their employees.

4. Espressive: Resolve common support requests instantly with AI-powered automation

Espressive utilizes AI to deliver a virtual agent that understands user requests and performs resolutions autonomously, reducing the workload on IT teams and improving response times. Its product, BaristaGPT, leverages AI automation to address common support requests like password resets, leave requests, and other administrative tasks that can bog down your departments.

Key features:

• Uses natural language processing (NLP) to provide accurate and contextually relevant responses to multiple languages.
• TroubleshootingIQ provides employees with interactive workflows created using company knowledge base data to help solve issues.
• Provides AI-powered knowledge generation, automatic ticket submissions, and real-time language translations using BaristaGPT copilot.

Ideal business case: Organizations looking to add more automation to IT and HR support processes.

AI chatbots for customer IT support

Instead of making your customers wait for IT support, AI chatbots can provide them with immediate answers and on-demand solutions. This keeps your business running smoothly while greatly improving your customer experience.

5. Zendesk: Streamline customer and employee support

Zendesk integrates AI to enhance ticket management by automatically tagging and routing tickets, offering machine learning-based recommendations, and enabling self-service with AI-driven help centers. The platform lets you bring all your support functions together while leveraging AI to automate customer interactions across your support channels.

Key features:

• Omnichannel ticketing system that connects email, chat dialogues, and social media engagements into a centralized support system.
• AI-powered ticket routing that intelligently categorizes customer issues for faster resolutions.
• Agentic AI copilot that tracks customer support tickets while suggesting replies and helpful knowledge base resources.

Ideal business case: Organizations of all sizes looking for a centralized, AI-powered help desk to better organize and improve their customer support workflows.

6. Help Scout: Improve the customer experience with conversational AI

While Help Scout is primarily focused on customer support,  it enhances ITSM by using AI features like automated workflows and integrated knowledge bases to improve resolution efficiency. With integrations for popular platforms like Zendesk, HubSpot, and Jira, employees can streamline their support workflows and provide better service no matter where they work.

Key features:

• AI-powered self-service solution that lets customers get fast support from a fully customizable help center.
• Generative AI writing assistant that helps your agents adjust the tone and length of their responses, check spelling/grammar, and translate text into multiple languages.
• Uses an AI summarizer tool to condense longer email threads into concise bullet points.

Ideal business case: Businesses focused on customer-centric support solutions and highly personalized agent interactions.

AI platforms for IT service management

Traditional ITSM platforms can struggle to keep up with your business as it grows. Lack of automation capabilities and limited AI features may make them less efficient and more difficult for your employees to manage.

AI-powered platforms can make considerable improvements to your ITSM processes, allowing you to automate complex support workflows, better predict or prevent IT issues, and lower your overhead costs.

7. Jira Service Management: Stay a step ahead of issues with predictive analytics

Jira Service Management (JSM) uses AI to automate ITSM processes, including incident and change management, while offering machine learning tools to prioritize and resolve issues efficiently.

It is built on the highly flexible Jira platform, designed to accelerate employee workflows when tracking, managing, and resolving requests from across your organization and also includes powerful analytics features that help your IT teams uncover important insights.

Key features:

• Predictive AI-driven analytics that deliver in-depth insights into ongoing support trends while addressing forecasted issues before they escalate.
• Service projects provide dedicated workspaces for different teams to collect, prioritize, assign, and track their requests.
• Opsgenie provides multiple incident management tools, such as on-call scheduling and alerting, to ensure the right people get notified when important requests come through.

Ideal business case: Businesses that embrace DevOps and Agile principles and are already familiar with the Jira platform.

8. BMC Helix: Reduce complexity with dynamic service models

BMC Helix is an AI-powered platform that helps to transform ITSM by delivering AI capacities for incident prediction, self-resolution, and knowledge management, enhancing user experience and operational efficiency.

Its dynamic service models give you real-time visibility into your IT infrastructure and automatically map specific workflow dependencies, giving you a clearer understanding of how incidents and planned changes impact specific aspects of your business.

Key features:

• Dynamic service models that provide a real-time view of all your IT systems and supporting processes.
• Unified iPaaS ecosystem that integrates with hundreds of external business tools.
• Highly customizable, persona-based dashboards that provide a unique user experience for all your employees.

Ideal business case: Large enterprises operating in hybrid or multi-cloud environments that need a powerful, AI-driven platform to streamline IT service management.

AI tools for building IT workflow automation

While an AI assistant can be a great way to make employee and customer support more accessible, AI-driven automation can create a whole new level of efficiency.

Creating dynamic, intelligent automations can automate complicated workflows while adapting in real time to changing IT environments. This automation-driver approach can help to accelarate processes while keeping your business running as efficiently.

9. Moveworks Agent Studio: Rapidly deploy agentic automations

Moveworks Agent Studio empowers ITSM support by providing a modular, agentic AI platform that deeply integrates with ITSM systems and automates end-to-end support processes with integrations into platforms like ServiceNow, Jira, FreshService, and more.

It offers an intuitive, guided low-code editor experience — built by developers, for developers — enabling any-level programmer to quickly create AI agents that follow your business policies and meet your specific enterprise needs.

It's fueled by a powerful automation engine that connects natural language to system APIs and understands business rules, enabling AI agents to execute complex, multi-step processes reliably across your entire enterprise.

Key features:

• Transform repetitive tasks into automated workflows with the platform designed to create powerful, enterprise-ready AI agents for all employees.
• Find, configure, and deploy AI agents in minutes — not weeks
• With the Agent Marketplace, quickly launch with 100+ AI agents across 20+ enterprise systems.

Ideal business case: Businesses looking to centralize development in one platform, looking to quickly build AI agents and rapidly deploy pre-built agentic out-of-the-box-solutions.

10. Workato: Build seamless connection between Microsoft and Slack

Workato provides automation and integration tools that help you streamline data flows between different systems. The platform is useful for integrating Microsoft applications and task management platforms like Slack to help improve your team's collaboration and productivity. It also offers Workflow Bots that let you create business automations with customizable action triggers.

Key features:

• iPaaS solution with a comprehensive suite of tools to manage complex enterprise integrations.
• Lets you create and deploy automated workflows between Microsoft applications and Slack.
• Contains over 8,500 pre-built connections with popular business applications like Salesforce, Microsoft 365, HubSpot, and Zendesk.

Ideal business case: Businesses that subscribe to Microsoft 365 and are looking for ways to automate workflows between multiple enterprise applications.

11. UiPath: Increase efficiency with agentic AI

UiPath is an AI-driven robotic process automation (RPA) platform that's designed to create intelligent and autonomous AI agents. The platform not only allows you to automate routine tasks but also to build AI that can reason, make decisions, and learn, all while working alongside your employees.

Key features:

• Helps you to design, build, and customize AI agents without extensive coding knowledge.
• Provides a helpful orchestration tool (UiPath Maestro) that makes sure all your automated agents work together seamlessly.
• Analyzes your documentation and real-time communication data to help you create more impactful automations for your business.

Ideal business case: Businesses that are familiar with RPA tools and are looking for more intelligent automation solutions as they grow.

Tips for successful implementation of AI in ITSM

To get the most value when integrating AI tools into your ITSM, it's important to take the right approach. Here are some tips you can follow for a successful implementation:

• Assess your needs: Conduct a thorough gap analysis to identify tasks causing backlogs for your support teams and the AI features likely to provide you with the most immediate productivity benefits, supporting alignment with strategic IT goals.
• Explore your options: Don't settle on the first solution you come across. Carefully research different platform features, integrations, and capabilities, and read reviews from other users and case studies to find a solution that closely aligns with your business needs.
• Start small: Instead of trying to unlock every feature of your new solutions at once, start with a small pilot program focusing on specific processes with clear objectives. This allows you to identify and address any issues before a full-scale rollout and helps to increase employee adoption and minimizing disruption.
• Measure results: When testing your solution, keep a close eye on performance metrics like MTTR, ticket deflection rates, and employee satisfaction to track your progress. Include strategic metrics for a holistic view of AI effectiveness.
• Iterate and expand: Create a feedback loop for continuous improvement, use any data you collect from your performance metrics to refine your approach and gradually expand your AI implementation to other areas of your ITSM.

Supercharge ITSM with Moveworks 

AI-powered ITSM solutions give your business the ability to automate tasks, lower ticket backlogs, and improve support experiences for your customers and employees. But getting to this point means picking a solution that's easy to implement and customizable to your business.

Moveworks lets you bring the power of AI to your service management platform, helping you support your employees instantly.

• Supercharge your service desk with AI: Enhance your service desk efficiency with an AI Assistant and empower your employees to self-serve
• Create smarter enterprise portals: Intercept, categorize, and triage support requests, without involving the IT team. Bring the benefits of Moveworks’ AI directly to ServiceNow or other ITSMs.
• Automatically support your employees: Automate ticket resolution end-to-end with seamless ITSM integration. That means your agents can work out of your ITSM — employees’ issues come right to them.
• Transform your ITSM with AI: Minimize ITSM cleanup and maintenance. Our AI lets ITSM architects and developers build new workflows, without needing a team of machine learning experts.

Moveworks can give your business the tools and intelligence it needs to extract more value out of your ITSM solution.

Let us help you demystify agentic AI, ITSM automation, and the Moveworks platform and show you how to best utilize it to streamline your support processes. 

Schedule a free demo today.